Awful service, wouldn’t bother.
Absolutely awful service from start to finish.
I placed my order with a confirmed installation date, only to be told at 4pm on the day that the installation would not be going ahead. It was then rearranged for the following day, only for that appointment to be cancelled as well, apparently due to a “dual order” that I know absolutely nothing about.
To make matters worse, there is no contact number to speak to anyone directly, making an already frustrating situation even more difficult to resolve.
I’ve now wasted two full days off work, lost valuable time and been left without the service I ordered. And their solution? To offer me one free month as compensation!
It’s frankly insulting that they consider this an acceptable way to treat customers. A complete lack of communication, organisation and accountability. I would strongly advise anyone considering using this company to think twice.
Antwort von nufibre
Hi James,
As mentioned in our previous emails, we completely understand your frustration, and we’re genuinely sorry for the experience you’ve had so far.
While preferred installation dates can sometimes change depending on availability, we appreciate that this is frustrating, particularly when you’re expecting your service to be installed on a specific date. In your case, the revised date was the following day, as we communicated to you.
Unfortunately, due to a lack of timely communication from our service provider, Veloxserv, we weren’t made aware of an issue with your order until later than we should have been. We subsequently discovered that the original order had been rejected due to an existing open order. As soon as we became aware of the issue, we contacted you to explain the situation and work towards a resolution, including arranging a new installation date for you to confirm.
While the issue originated with our service provider, we recognise that your experience is with us, and it’s our responsibility to ensure you receive the level of service you should expect. We’re therefore truly sorry that we’ve fallen short on this occasion.
We take this seriously and will be reviewing our processes with our provider to understand how this happened and what needs to change to prevent similar situations from occurring again. The lack of timely communication is not acceptable, and we appreciate the impact this has had on you.
Thank you for your patience while we’ve worked to resolve this. We understand that an apology doesn’t undo the inconvenience caused, but please be assured that we’re committed to putting things right and providing you with a much better experience moving forward.
Kind regards,
Customer Support Team
